Frequently Asked Questions

GENERAL

How do I contact customer service?

Email info@visityarravalley.com.au; business hours are: Monday to Friday 9.00am to 5.00pm.
Please note all hours are Australian Eastern Standard Time.

Do you have a physical store I can visit to view products?

As we are an online store only, featuring Sellers from around the Yarra Valley and Dandenong Ranges, we do not have a physical store.

Can I contact the seller, as I have a query about the product?

Please contact our friendly customer service team by emailing info@visityarravalley.com.au and they will be happy to contact the Seller on your behalf to answer your product queries.

How can I sell my products on the Pantry website?

We’re always keen to showcase new, exciting products that fit with our brand philosophy. Complete the online submission here but please note that we can only contact successful applicants with the next steps.

ORDERS

Where's my order?

As the Sellers are located around the Yarra Valley and Dandenong Ranges, products are shipped from different places, which can involve different timeframes to reach you. Orders consisting of multiple items by different Sellers will be delivered separately due to Sellers’ different locations. As soon as your order has been shipped, you will receive a Shipment Confirmation email containing a tracking reference for monitoring delivery progress. Please also check your Spam folders for this email, just in case! If you are not at home to sign for your order, the courier company will leave a delivery notification card containing details for collection. It is likely that your order will be waiting for you at your local Post Office. If you have not received your order or have any issues with delivery, please email at info@visityarravalley.com.au and the customer service team will be happy to help you.

How can I pay for my order?

We accept MasterCard and Visa.

Can I order over the phone?

The Regional Pantry is an online store only. Phone orders are not available.

How do I track my order?

As soon as your order has been shipped you will receive a Shipment Confirmation email containing a tracking reference for monitoring delivery progress via the courier’s website. Please also check your spam folders for this email.

I haven’t received an order confirmation. Has my order been placed?

We send order and shipment confirmations by email, so please ensure that your correct email address was supplied and check your spam folders in case the email has been delivered there. If there is still no sign of your order confirmation email, please email info@visityarravalley.com.au and they will be happy to check our order system for you.

I have not received any shipment confirmation

We send shipment confirmations by email as soon as your order has been shipped. Check the delivery details for your item, as some orders, e.g. personalised products or art prints, can have a longer shipment timeframe. Please ensure that your correct email address was supplied with your order and please also check your spam folders in case the email has been delivered there. If there is still no sign of your shipment confirmation email, please email info@visityarravalley.com.au and they will be happy to check the shipment details for you.

Can I cancel or update my order?

Orders may be cancelled or updated, as long as you contact us before the next business day or the order has not been shipped. Email info@visityarravalley.com.au, Monday to Friday 9.00am to 5.00pm. Please note all hours are Australian Eastern Standard Time.

Can I send an order to a different delivery address?

Yes, please enter the address you’d like your order shipped to on Checkout.

What do I do if I’ve supplied an incorrect delivery address?

Please contact our customer service team as soon as possible by emailing info@visityarravalley.com.au to advise the correct delivery address. We will update your details and advise the Seller, but if your order has already been shipped, the Seller will arrange re-delivery as soon as your order has been returned.

I’ve supplied an incorrect email address

We send order and shipment confirmations by email, so if the email address supplied is incorrect you will not receive these notifications. Unfortunately, we are unable to amend email addresses in our order system, but please contact our customer service team as soon as possible to obtain a copy of your order confirmation or check the delivery status of your order.

If I only placed one order, why am I receiving multiple parcels?

Our Sellers are brought to you from around the Yarra Valley and Dandenong Ranges. Therefore, if your order contains multiple items by different Sellers, they will each be shipped separately from each Seller’s location.

I’ve received one item, but where’s the rest of my order?

Each item in your order is shipped by the Seller, so if your order comprises multiple items from different Sellers, each item will arrive separately. Please check the delivery information provided for each item for full details.

My credit card has been declined. What should I do?

If your credit card has been declined, please contact your bank or card issuer to find out why. The bank does not tell us why the card was declined.

DELIVERY

When will I receive my order?

Delivery times vary according to where the Seller is based and where the customer is based. You can check where the product is shipping from on the product page underneath the price.

Where will my order be shipped from?

Our Sellers are located across the Yarra Valley and Dandenong Ranges so products are shipped from various locations in the regions.

How much does delivery cost?

Please refer to the shipping information provided for the product by the Seller. If you need further assistance please email info@visityarravalley.com.au

Do you deliver to PO Box addresses?

Please check delivery details on the product’s page, as some of our Sellers may not deliver to PO Box addresses.

Do you deliver overseas?

With the current COVID-19 pandemic affecting overseas deliveries, international delivery is not available at this time.

How long does delivery take?

The Seller will normally ship the Good within 2 Business Days of receipt of your Order, unless otherwise noted in the Seller’s Display. Any delivery times displayed on the Site are estimates only, based on the information provided to the Seller by its shipping company.

PLEASE NOTE: Due to the increase in online volume of orders during the COVID-19 pandemic, suppliers are experiencing a slight delay in dispatching orders.

REFUNDS & RETURNS

The product I ordered is not as I expected.

The product I ordered is faulty.

How do I request a refund?

If you have an account with The Regional Pantry, you can log in, then go to My Orders and request a return. If you used guest checkout, please email info@visityarravalley.com.au

Please note that we can only accept returns from the original purchaser. Please check the description of the product in question to be sure of the returns policy and kindly note that some products are not eligible for return – see above*.

My order has arrived damaged

Please take a photograph/s showing the damage and email it to our customer support team at info@visityarravalley.com.au within 2 days of receiving your goods. We will be happy to arrange a replacement or full refund.

Can I have a refund if I change my mind?

You can return or exchange any item, for any reason, within 30 days of receipt. If you change your mind on a purchased item*, you will be given a store credit or refund to the same value once the item has been received by the appropriate seller. Any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received.

Please note: Store credits are valid between 30 to 60 days from the date of issue, unless specified otherwise.

*Items that cannot be exchanged or refunded for change of mind include: gift cards, personalised products, framed artworks, made-to-order products, underwear, earrings, consumer electronics and food items that have been opened. All items being returned must be dispatched/shipped within 10 days of the return being approved, and must be in original condition and packaging and not affected by being used in an abnormal way, or reduced in value by delay on your part. If these requirements are not met, the seller reserves the right to deny a return.